AccessE11 Erfahrungen

Access E11 Checks All of the Boxes for a Complaint Management System

Kommentare: The Town of Arnprior has had an overall positive experience with Access E11

Vorteile:

The Town of Arnprior was looking for a way to improve our complaint and request for service management, of both internal and external requests. This was necessary to provide residents with better overall service and response time, as well as to provide staff with an organized approach to handling daily requests. Access E-11 has checked all of the boxes, when it comes to the needs of complaint and request for service management, for our municipality. The Town of Arnprior has been using the Access E-11 System for a brief period, and are very happy with the system and company overall. The staff are friendly and responsive. From the initial set-up, to the rollout, and now implementation of the Access E11 platform, the process was seamless. The information from our previous system has been entered, and now all of our complaints and requests are listed in one place. It is great to have all of the citizen and internal request information easily accessible, as well as have the ability to track any actions taken. The Town of Arnprior also utilizes the web form and app functionality of the system, which are working well for the public to be able to submit requests. In addition, staff use the Access E-11 App to access the system from their other devices (tablet, phone, etc.), when they are unable to be in their office. Overall, the Town of Arnprior is very happy with the Access E-11 System and service we have received from their staff, thus far.

Nachteile:

Access E-11 has already reached out with updates being made to the system to enhance and add further functionality. The system is working great at this time.

Excellent CRM Software for Tracking, Housing and Reporting

Kommentare: We were receiving service requests to every email in the organization. AccessE11 minimizes duplicity of response and service and helps us to allocate resources and time to each request appropriately.

Vorteile:

That all service requests can be housed in one location. All departments involved can access and input any applicable information right into a case for tracking and reporting purposes.

Nachteile:

Nothing---all aspects of the software were easy to understand and customize to our needs.

Working With AccessE11

Kommentare: Over the last 2 years, we have worked with the AccessE11 team on multiple issues which have been rectified. Here are some of the example of changes we made:
1. Merge contact which was created due to same contacts being created twice. As an Administrator, we can merge the two.
2. We asked to attach audio and video files to cases.
3. All case office BASIC USERS (Staff USER) can only see cases assigned to them and will never see other cases except the one you assign to him.
4. If you attach a picture to a file, after you save the case, you can hover over the icon and it will open the picture in a window to view.
5. A “Note” section had been added to the bottom of contacts so if you would like to keep notes on a person (by-law) you can add them to the contact. This will stay with the contact even if the resident moves! It allows for internal and secure notes, similar as in case work.
6. The over run on the PDF print of cases have been fixed.
7. The filter option on the top right corner of the dashboard have been modified to change the graphs.
8. You can hide the card view on the dashboard summary view, by clicking on the hide card Icon beside the card.
9. The system remembers your settings in the dashboard on any computer you log into.
10. Import function to create spreadsheets.

Vorteile:

Intuitive, easy to use, great support, fantastic on-boarding staff, excellent knowledge base. We use it daily to receive, resolve and report on issues that are of concern to the residents we serve. We love how easy it is to customize to meet our municipalities specific needs. The mobile app allows our multiple Departments and field staff to manage cases in real time and on the go, saving time for staff to manage and report on issues, translates into real savings for the municipality. Visibility into the issues relevant to our residents allows us to make decisions that will truly benefit our community.

Nachteile:

Graphics are not customary to case categories - search function on case page is difficult to find cases (easier in contacts/address then go to that contact/address's cases).

Web Base mobile access

Kommentare: I love the mobility of the system. It enables me to be more productive and more efficient in filing my notes instantly. The support from the staff is incredible.

Vorteile:

Mobile Access. I am on the road and can upload pictures and dictate notes directly into my case file. I love the reminders for overdue files.

Nachteile:

Nothing. I am not technically challenged but not technically genius either. This is very user friendly.

Customer Request Management Software

Vorteile:

The Municipality of Meaford has been using AccessE11 since late 2019. We're delighted with the functionality that the system has, and how much it has improved our ability to track and monitor customer service responses, as well as develop internal workflows. Implementation was very simple, and the AE11 team are incredibly easy to deal with and very responsive to any queries. I genuinely don't know what the Municipality would have done if we had not implemented AccessE11 before the COVID emergency.

Nachteile:

AccessE11 could be improved with some more automation of workflows based on case type. However, I know this is in the workplan as the software continues to develop.

Making the Case for Access E11

Kommentare: As an application integrator, it is my job to work with software vendors from all over the world on all kinds of tasks with various requirements. The team at Access E11 stood out amongst this crowd by going above and beyond to make the transition and implementation painless and efficient. If you are looking for a vendor that acts more like a partner, Access E11 is a great choice.

Vorteile:

Cost Ease of implementation Design Dashboard Email workflows

Nachteile:

Only available via Cloud Some useful features are still in development